2013 Customer Experience Total

September, 9th & 10

th 2013 ▪ San Francisco, CA

Customer Experience Planning

Aligning CX, UX and Product Management

Customer Journey Mapping

Multi-Channel and Touchpoint Identification

Customer Relationship Measurement

Collaborative Experience Design

Loyalty Marketing and Customer Advocacy

ROI and Performance Management

Monday. September 9th

8:00 am Registration and Breakfast

8:30 am

Keynote: Collaborative Experience Design An organizational collaboration approach to designing experiences that delight users

9:45 am

Keynote: A Day in the Life of Your Customer Knowing customer behaviors and motivations to win and keep business

11:00 am

Keynote:

Driving An Experience-Based Culture Reinforce products and brands through strong experiences

12:00 pm Lunch

Total Customer Experience Experience Design

1:00 pm

Customer Experience Journey Mapping Develop useful diagrams that map step-by-step customer touch points

Voice of Customer Excellence Create deep insights through information optimization and utilization

2:15 pm

Customer Relationship Measuring & Monitoring Evaluate channel and engagement strategies through effective customer performance management

Customer Experience Journey Mapping Develop useful diagrams that map step-by-step customer touch points

3:30 pm

Maximize your Return on Customer Experience Creating the behaviors that you need and want from your customers

Test & Learn Use test and learn analytics to gain insights into customer and product needs

4:30 pm Networking Reception

Tuesday. September 10th

8:30 am

Keynote:

Designing Great Products Promoting a strategic approach to UX leadership resulting in products that make sense to users

9:45 am

Keynote:

Integrated Customer Experience Leverage customer insights, user research and analytics to gain a full understanding of the customer

11:00 am

WOM-Driven Customer Loyalty Understanding the reach and power of digital media to create optimal customer engagement

Mobile Design Strategy Optimizing the mobile user experience

12:00 pm Lunch

1:00 pm

B2B Customer Engagement Marketing Framework and strategies for managing the B2B customer and improving lifetime value

Simplified Product Portfolio Management Develop a simplified product development and portfolio management framework

2:15 pm

Keynote

Customer Experience Journey A multi-industry look into managing the customer experience

3:15 pm Adjourn

2013 Customer Experience

Presenters Include:

Total

Tracie Scott Director, CXIA Architecture and Analytics Symantec Reginald Chatman Director, Customer Advocacy/Experience SanDisk

Roy Barnes

Customer Experience Expert Blue Space Consulting Formerly head of SVP Marriott Vacation Club

Dann Allen Head of Experience Design and Improvement AAA

Karen Pascoe, Senior Director UX Design, PayPal Dennis Reno, Vice President, Customer Experience, Oracle

….and more, contact Jason Evans at jevans@altamont-group.com or 510-984-2961 for most up to date presenting roster

Susanne Scher SVP User Experience Design Director, Online/Mobile Solutions Bank of America

Lisa Pressler Nakano Director Global Customer Experience Equinix

Kelly Braun Sr. Director, User Insights & Analytics Walmart Global eCommerce

Michael Kanazawa Managing Director Bedrock Consultants

Total Customer Experience

2013 Business Forecasting 2011 is a two-day, three-track,

learning, networking summit focused on business

planning by way of superior prediction capabilities.

This comprehensive program explores a breadth of

organizational forecasting challenges in the areas of

finance, market, economic, supply, demand and

sales elements. Attendees are given an unrivaled

opportunity to learn from case studies, hands-on

workshops, and technology round tables, presented

by some of the most innovative practitioners,

thought leaders and methodologists working in

forecasting today.

Business Forecasting 2011 is comprised of three

unique tracks; Financial Forecasting, Competitive

Intelligence and Demand Planning & Forecasting.

Additionally, there is a fourth track included, which

focuses on building capabilities in statistical

forecasting and leveraging forecasting tools.

Attendees from a wide range of industry and

functional backgrounds make it a goal to attend

Business Forecasting 2011. This broad makeup

provides exceptional Networking Opportunities to

enhance attendees’ experience at the event, as

well as build lasting relationships for continued

learning well into the future.

The attendee profile at Total Customer Experience 2013 represents a breadth of titles & backgrounds, who rely on using data, insights and technology to understand and communicate with their customers.

Who Should Attend?

Customer Experience and Intelligence Executives User Experience Professionals Product Managers CRM Managers, Directors, VPs & Analysts Chief Marketing Officers Chief Sales & Business Development Officers Customer Service and Support Professionals Customer Solutions and Technology Heads Customer Loyalty and Operations Officers Marketing Managers, VPs, Directors & Analysts Relationship Managers, VPs, Directors & Analysts Communication Managers, VPs, Directors & Analysts Sales and Business Development Managers, VPs, Directors & Analysts PR & Community Outreach Professionals CIOs, IT Systems and Data Managers Business Analysts, Project/Program Managers Research Analysts and Managers Quality Analysts and Managers Strategic Planners CEOs & Corporate Strategy Executives Anyone with responsibilities for external customer/client management.

Creating optimal experiences promotes loyalty and builds

brand value. The challenge for today’s marketers,

developers and product managers is providing the right

experiences through the right channels at the right time.

Solving these challenges begins with the user - the

customer – and what we understand about their wants

and needs.

Total Customer Experience 2013 is a two-day, two-

track, learning, networking summit focused on customer

management, experience, product management and

design.

At Total Customer Experience 2013, attendees are

given an unrivaled opportunity to learn from keynotes,

case studies, strategy, best-practice and interactive

sessions, presented by some of the most innovative

practitioners, thought leaders and methodologists working

in customer management today. This integrated program

provides the most comprehensive customer experience

curriculum on the market today. This is a

vendor/software-neutral event, instead focusing on

innovative takeaways and proven best-practice

strategies.

Attendees from a wide range of industry and functional

backgrounds make it a goal to attend Total Customer

Experience 2013. This broad makeup provides

exceptional Networking Opportunities to enhance

attendees’ experience at the event, as well as build

lasting relationships for continued learning well into the

future.

www.altamont-group.com 510-984-2961

8:30am - Opening Address

Collaborative Experience Design An organizational collaboration approach to designing experiences that delight users

9:45am - Keynote

A Day in the Life of Your Customer Knowing customer behaviors and motivations to win and keep business

11:00am - Keynote

Driving an Experience-Based Culture Reinforce products and brands through strong experiences

Customer lifecycle mapping to visualize value-adding opportunities

Utilize a methodology that focuses on relevancy, consistency, frequency, value,

recognition and interactivity to win and keep business

Focus on emerging media is the customer engagement game changer

Develop an engagement strategy using multiple channels and touch points

Utilize a new capability model to optimize marketing spend

Presenter: Roy Barnes, Customer Experience Expert, Blue Space Consulting

Day One, Monday, September 9th

Opening Address & Keynotes

Bring UX, CX and product managers into a collaborative and cross-functional, high-

performance organization

Create a customer-centered experience that leverages design, product and

technology excellence

Leverage the value found in voice-of-customer and test and learn methodologies

Migrate to an Agile work environment that thrives on group creativity and remaining

nimble to make rapid changes based on customer feedback and needs

Develop a lean process from design to enterprise rollout to customer

Presenter: Karen Pascoe Senior Director, User Experience Design, PayPal

Develop a roadmap for transforming people, process and technology elements of

your customer management infrastructure

Create a personalized approach to customer engagement through deeper customer

understanding

Harness customer intelligence to predict lifetime value and retention capabilities

Gain a more comprehensive understanding of customer wants and needs for

enhanced strategic and tactical planning capabilities

Presenter: Michael Kanazawa, Managing Director at Bedrock Consultants

1:00pm

Customer Value Chain Mapping Pinpoint engagement opportunities that enhance customer value

Break down each step or deliverable that adds value to your customers

Grow the overall value proposition by exploiting the most valuable attributes of your product or service

Gain insight into value-to-customer to enhance product innovation

Enhance customer segmentation capabilities through better understanding of customer interests

Presenter: Reginald Chatman, Director, Customer Advocacy/Experience at SanDisk

2:15pm

Customer Relationship Measuring & Monitoring Evaluate channel and engagement strategies through effective customer performance management

Create brand loyalty through customer insights

Techniques for combining customer data to create full views of customers and customer segments

Strategies for the most effective engagement medium and messaging

Leveraging Social Media for Customer Insights Presenter: Lisa Pressler Nakano, Director, Global Customer Experience, Equinix

3:30pm Maximize your Return on Customer Experience Creating the behaviors that you need and want from your customers

Mapping the “real” customer experience”

Understanding and “Valuing” your customer touchpoints

Design customer experiences proactively

Segment customer experiences by varying needs

Ensure executives and employees live your customer’s experience

Enable the experience component by carefully balancing technology and touch

Presenter: Roy Barnes, Customer Experience Expert, Blue Space Consulting

Total Customer Experience Experience Design

1:00pm

Voice of Customer Excellence Create deep product insights that drive optimization and enhance experience

Effective methodology used to capture Voice of Customer

Using customer analytics to promote customer-driven innovation

Product lifecycle analysis and linking VoC to product lifecycle stages

Develop a growth strategy based on VoC that is rooted in lifecycle analysis

Presenter: Dann Allen, Head of Experience Design and Improvement at AAA

2:15pm Customer Experience Journey Mapping Develop useful diagrams that map step-by-step customer touch points

Understanding the components of an “ideal” customer journey and transition from conversion funnel

Streamline the customer experience by simplifying the purchase process

Analyze the barriers, motivations, actions and possible questions to find duplication and missing links

Optimize and support the customer’s “out-of-box” experience

Presenter: Traci e Scott, Director, CXIA Architecture and Analytics at Symantec

3:30pm Test & Learn Optimization

Use test and learn analytics to optimizing features through real-world testing

Bring product features to market more successfully through better understanding of what features work

Small-scale user testing methodology

Large scale A/B testing tools and multivariate testing

Encourage test and learn evangelism throughout the product organization

Hands on examples of how test and learn works in different product environments

Day One, Monday, September 9th

Breakout Sessions

8:30am - Opening Address

Designing Great Products Promoting a strategic approach to UX leadership resulting in products that make sense to users

9:45am - Keynote

Integrated Customer Experience Leverage customer insights, user research and analytics to gain a full understanding of the customer

Why we do what we do: The importance for leaders to plan tactics but lead with strategy

for inspired results

What's changed? Why User Experience is more important now than just a few years ago

Building blocks: The importance of starting with a sound web strategy and how that

translates to the epic and story levels

Balancing act: Balancing business goals with user goals for true customer experience

What's the big idea? Customer input combined with fresh creative ideas drives innovation

When is enough enough? The benefits of enough testing, when it's important and keeping

it relevant

Looking for clicks in all the right places: Aligning brand with user expectations

Finding the sweet-spot: Working with Agile philosophy, methodology and process

Build it and they will come: But will users find what they need and know how to use it?

The new kid: The role Content Strategy plays in the total mix of UX disciplines

Why should they care? Promoting the importance and value of UX in a development

centric organization

Presenter: Susanne Scher, SVP User Experience Design Director, Online/Mobile

Solutions at Bank of America

Day Two, Tuesday, September 10th

Opening Address & Keynotes

Create and use a multi-channel and cross channel engagement strategy that

maximizes touchpoints

Utilize both activity-based and value-based marketing to measure both quantitative

and qualitative results of engagement

Ensure consistency and uniformity of the voice speaking to customer across different

engagement touchpoints

Leverage customer data and analytics to know their DNA as they experience various

channels and user platforms

Presenter: Kelly Braun, Sr. Director, User Insights & Analytics at Walmart Global

eCommerce

11:00am

WOM-Driven Customer Loyalty Understanding the reach and power of digital media to create optimal customer engagement

Harness the power of user-generated content to increase brand value and develop competitive advantage

The importance of customer voice and understanding the risks and rewards associated with customer evangelism

Evaluate the costs and ROI associated with WOM and customer evangelism

Methodology in how to effectively leverage customer evangelism to increase sales and build brand and reputation

Ethical considerations and WOM governance 1:00pm

B2B Customer Engagement Marketing Framework and strategies for managing the B2B customer and improving lifetime value

Strategies and tactics for accelerating “sales ready” leads

Research and segmentation techniques to identify customers with the most value and growth potential

Critical metrics and indicators to ensure B2B customer management success and improve customer lifetime value

Acquiring and managing B2B feedback to improve products and services

11:00am

Mobile Design Strategy Optimizing the mobile user experience

Harness the tremendous potential of smartphones, tablets and social networks to improve customer engagement and build loyalty

Promoting brand awareness via value adding applications

Designing a mobile user experience around needs and ease of use

Usability testing on mobile devices

Understanding the ever-evolving mobile customer trends to stay one-step ahead

1:00pm

Simplified Product Portfolio Management Develop a simplified product development and portfolio management framework

Strategic framework to assist with simple and effective prioritization decisions

Just-in-time tools to help with real-world portfolio management challenges

Three phase approach to defining and evaluating products and portfolios for optimal resource allocation

Methodology to extrapolate information and score innovation for prioritization

Total Customer Experience Experience Design

Day Two, Tuesday, September 10th

Breakout Sessions

2:15pm - Closing Address

Customer Experience Journey A multi-industry look into managing the customer experience

Lessons learned through a customer experience executives’ s eye’s at Pacific Bell,

Continental Airlines, Microsoft, Plumtree & Oracle

Empowering employees to be customer focused

Walking in the customer’s shoes

“Owning” the customer

Presenter: Dennis Reno, Vice President of Customer Experience, Oracle

Reservations: 1-888-627-8404 Mention the Altamont Group Room Block to the customer service agent to receive this exclusive reduced rate.

Online Reservations:

https://www.starwoodmeeting.com/StarGroupsWeb/res?id=1307084438&key=A9D55

Total Customer Experience 2013 Area, Venue

& Travel

Information

Area – San Francisco International Airport Located near San Francisco International Airport, our venue provides excellent access to Bay Area transportation as well as all the city has to offer. Altamont Group has on-the-ground knowledge of the area’s best restaurants, hotels and shows to maximize your experience outside the Summit.

Hotel and Accommodation Facilities Our venue’s excellent location offers easy access to the entire San Francisco Bay Area. We have scouted locations throughout the region and find that the Westin San Francisco Airport offers excellent accommodations, an unrivaled meeting environment and tremendous value.

Travel This event is best accessed by-way-of San Francisco International Airport. A complimentary hotel shuttle leaves every 20 minutes from SFO, directly to the event location. Oakland International Airport offers another convenient traveling option for our non-local guests and can be accessed by BART trains or taxi cabs.

Venue – Westin SFO

The Westin San Francisco Airport

1 Old Bayshore Highway Millbrae, CA 94030

Altamont Group Inc. is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be addressed to the National Registry of CPE Sponsors, 150 Fourth Avenue North, Suite 700, Nashville, TN, 37219-2417. Web site: www.nasba.org.

Program Level: Basic Delivery Method: Group-Live Prerequisites: None Advanced Preparation: None

Earn CPEs

CPE Credits: 13

Negotiated Room Rate

$ 159 / night

R E

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T R

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Total Customer Experience 2013

Early Registration ** Early registration is available until: July 15

th, 2013

$ 1,599

Standard Registration

$ 1,799

Additional Attendee

$ 1,299

Three Attendee Rate

$ 3,999

For current discount and group rates, please contact Thomas Johnson at: tjohnson@altamont-group.com or 510-984-2961

Attendee Information Attendee Name Title Organization Email Phone

Additional Attendee Name Title Email

Additional Attendee Name

Title Email

Payment Information

Check/Purchase Order Credit Card

Name on Card

Card Number Expiration Date CV2 (card verification number) Billing Address City/State/Zip Pay By Check: Checks should be made payable to Altamont Group Inc. The mailing address for checks and tax forms is 205 N. 2nd Avenue, Oakdale, CA 95361 Cancellation/Rescheduling Policy: All cancellations made four weeks or longer from the summit’s start date will be provided a full refund or credit toward current or future Altamont Group programs. Any cancellations made within four weeks of the programs start date will be provided with credit toward current or future Altamont Group programs.

Registration Information

P: 510-984-2961

F: 510-380-7377

For questions regarding

group discounts,

accommodations or

speaker information,

contact Thomas Johnson

at:

tjohnson@altamont-

group.com

All mailed registration and

inquiries to:

Altamont Group Inc.

205 N. 2nd Avenue

Oakdale, CA 95361

www.altamont-group.com 510-984-2961